Agent Assist
The Agent Assist of ROGER365.io enables agents to see crucial information regarding their customer such as CRM data (if configured), historical interactions with customer, and Classification of current interaction.
When the call invite is offered to the available in the Queue agent, the Agent Assist tab populates three main sections – “User”, “History” and “Classification” (as a icon). The Agent Assist stays open until the completed Wrap-up item. In case of Social Messaging interactions, Agent Assist will become visible after picking up conversation from the Queue.
You can also open Agent Assist without an active call or conversation. To do this, navigate to the History tab (under the search field), select one of the voice/social records.
Each sections of the Agent Assist can be hidden/shown or maximized using the small icons in the top right corner of specific section –
Or by pressing purple section’s icon on the left side of Agent Assist –
Custom view will be saved during the agent’s session.
The Users section presents most important details of resolved by CRM Replicator contact. Additionally it does have two available buttons:
- “Open CRM” will redirect an agent to the URL configured at “ContactUrl” field of CRM contact.
- “Send Email” will open the “Mailto Link” with the email address of resolved contact which redirects an agent to the Email service of choice.
“CRM shortcuts” section shows configured earlier CRM’s Action Buttons based on assigned CRM Replicator to this Queue – CRM’s Action Buttons reference.
The History section presents the last 10 historical interactions with the present customer. You can see both voice and social interactions.
In case of not being able to read the entire content, an agent can hover their mouse cursor over specific piece of data to see the tooltip with full description. Agent can also maximize the History tab, which will hide the other 2 sections to ensure a clear overview of interactions with the customer.
Sentiment score will be shown for Social conversation when the messageflow does contain Sentiment action.
Seniment score will be shown for Voice calls based on Sentiment Action result of AI Flow.
There’re 3 levels for Sentiment’s confidence score:
- Negative
- Neutral
- Positive
If the agent has the appropriate permissions, a Customer Timeline button is displayed. Clicking this button opens a popup with a detailed timeline for the selected interaction. Agents can also view the interaction classification, which is assigned either manually by a previous agent or automatically by the Classification action (which is part of powerful AI Flow feature). The popup also includes an AI-generated summary that consolidates the key details of the interaction, allowing agents to review and/or edit it if any information is inaccurate. The feature of AI-generated summary of social conversations is available to configure in the End node.
If the caller gave his feedback thanks to configured earlier “Store feedback” action, the “Classification & Feedback” tab allows to check this information:
The Classification section (icon) by default won’t contain any of the Classification. This must be first configured, check Classification documentation.
The created Classification will be available during the next interaction with the customer (refresh the application if it’s not visible). When assigning a Classification for the interaction, there is an option to add an optional Remark. This is a useful feature for leaving internal notes for specific customer interactions, either for yourself or other agents.
Reference to Classification documentation in order to retrieve configuration of created Classification, as well as the Classification assigned during the conversation.
Note: Remarks have a hard limit of 2048 characters.
Show Agent Assist for Selected Contact
As an agent, you can open Agent Assist as a separate tab for a selected CRM contact. This allows you to view all relevant contact details without needing to answer a conversation or locate the corresponding history record, saving significant time and effort.
Open the More Actions menu next to the selected contact record and click the “Show agent assist for contact” button:
Note: Accepting a new call or social conversation does not automatically close this tab or shift focus away from it. This tab must be closed or switched to manually. Classification and call/conversation-related variables are not supported, as there is no corresponding call or conversation record associated with this action.
Beyond the default sections, ROGER365.io portal admins can create custom Action Buttons for Agent Assist.
This feature allows admins to assign specific URLs, labels, and icons to each button, which will appear as shortcut buttons for agents. The main benefit of this functionality is that it enables agents to quickly navigate to pre-configured pages with a single click, eliminating the need to switch between multiple pages during customer conversations.
To enable Agent Assist for an agents, the Agent Assist Profile needs to be created.
Navigate to “Agent Assist Profile” admin page, and press “+Add Agent Assist Profile”. Enter the name and description for Agent Assist Profile.
In case of using OAK Clarify Voice Recording Integraion, you can make use of option “Use Oak Buttons” (blue microphone icons underneath section’s purple icons). This feature allows the agents to either Pause or Resume recording of the current call, useful option for various cases.
Notes: In order to use Pasue/Resume recording feature, at the ClarifyGo Automation rules you have to configure a rule set with certain values, for instance:
- PauseRecording action with DTMF Value
*#0 - ResumeRecording action with DTMF Value
*#1
See the ClarifyGo documentation pages for instructions.
Depending on mobile provider, a caller may hear DTMF tone upon pressing Pause/Resume buttons.
- “AI-Flow opt-out” – will show the button in Agent Assist which allow agents to opt-out AI Flow from the current call. This option may be useful when certain conversation (often private) should not be processed by various AI actions. This setting is presented as a blue button (first blue icon underneath section’s purple icons) labeled as “Opt out of AI assistance”.
- Optional “Use CRM result for History” setting will make Webchat conversation visible in Last interaction section (only when user has been resolved in CRM Replicator by the phone number). This option is useful in case of the same user deciding to call a Queue.
- “Show Customer Timeline” – will show the button in the Agent assist so that an agent is able to see the customer timeline.
- “Show AI Summary” – will show the AI summary tab
- For calls – if AI Flow was enabled on the agent who was present in the call.
- For social conversations – if summarization of the conversation transcript succeeded.
- “Able to edit AI Summary” – will allow agents to edit the AI Summary
Action Buttons
- Icon – select icon which will be presented in Agent Assist to an agent (under purple section’s icons)
- Label – tooltip label after hovering mouse cursor over configured Action Button in Agent Assist
- Link – URL address for the Action Button – Link supports usage of variables
Created Agent Assist Profile needs to be assigned. This can be done in two ways:
- Assign “Agent Assist Profile” to created earlier Agent Profile. This will enable an Agent Assist for every agent of the Agent Profile.
- Assign “Agent Assist Profile” to specific agent via Agents admin page.